Originally Posted by
jrl767
regardless of whether a person types or an AI agent auto-populates customer info (name / PNR / account number / phone number) into *any* sort of customer-service system, it should persist throughout the transaction by default
Originally Posted by
tardyturtle
Hit or miss I will often have an agent send me a “secure form” to enter my SkyMiles info (info that could easily be typed in the chat) to verify me. The first time they asked me I thought it was a phishing attempt! Why can’t your phone number be recognized just like with the regular phone system.
Thats the part that annoys me the most! Now on my iPhone, when in the automated system before getting a real agent, they can use the Delta 'app' kinda to verify me, click the link, it opens a popup and uses FaceID to confirm its me. So like...why doesnt ANY of that seem to matter to the agent who then replies to me?